Client's Situation

A division of a global Corporate was looking to retain customers in a mature, and increasingly competitive, market by introducing innovative new products and services to extend their product offerings.

There was a feeling in the organisation that "we have tried everything we can think of - what else is there to try or do? But we certainly know we cannot try another loyalty card scheme".

Results Of Change Actions

The team, following the Innovation For Six Sigma (IFSS) process facilitated by an aorist consultant produced 13 innovations, new to the market, that were deemed "attractive" to customers and delivered increased customer retention.